SYSTEM, METHOD AND PROGRAM FOR SETTING WAGE FOR CALL CENTER PERSONNEL

摘要

System, method and program product for dynamically setting a wage offered to a multiplicity of inactive call center personnel. First program instructions automatically estimate a wait time for calls to a call center. The calls are handled by a plurality of active call center personnel. Second program instructions automatically determine and set a wage, based in part on the estimated wait time, offered to inactive call center personnel to induce them to become active call center personnel to handle calls. Third program instructions, responsive to a request by an inactive call center person to become active at said wage, automatically designate the requesting inactive call center person as active at the wage and assign a call to the requesting inactive call center personnel that was designated as active. Program instructions also set a renewal wage paid to active call center personnel, based in part on the estimated wait time, to induce the active call center personnel to remain active.